Schedule change acceptance

How do we let a traveler accept a supplier's schedule change, pick an alternative or request a refund on a secure screen, with the choice written back to the booking?

Give the traveler the decision with their rights shown. When a supplier changes a schedule, Callvu prefills the booking and the change (the old and new times, the connections affected, the classification under the DOT definitions and the fare rules), presents the traveler the options the rules allow on a secure screen in plain terms (accept the new schedule, choose from the alternatives the carrier or the agency offers, or request a refund where the change is significant), captures the choice with its time, chases a traveler who has not answered before the acceptance deadline the carrier sets, routes a request outside the options to the agent in the Decision Desk, and writes the choice and its execution to the booking system with the new itinerary or the refund.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

The carrier auto-accepted the change when nobody answered its email, and the traveler learned about the five-hour-earlier departure at the airport.

Today, without Callvu

Schedule changes are the most frequent event on a booked trip and the most quietly mishandled: the carrier's notice goes to the agency's queue, the agency's email goes to an address the traveler does not read, and the carrier's deadline passes, after which the change is deemed accepted. The traveler who had the right to a refund or a better alternative never saw the choice.

The rules give the traveler rights that depend on the classification: a significant change under the DOT rules entitles them to a refund if they do not accept; the fare rules may allow a free change to another flight; the carrier's reaccommodation policy sets the alternatives. The traveler should see those options, in plain terms, on a screen they can act on, before the carrier's deadline, and the choice must reach the booking system.

A choice the traveler made is a choice the agency can defend.

How it runs

From the requestto the system of record.

A supplier schedule change is classified (through the disruption process) and the policy gives the traveler the choice. Callvu opens the acceptance with the options.

Traveler: Reviews the change and chooses on a secure screen before the deadline.
Agent: Decides requests outside the options and unanswered cases at the deadline in the Decision Desk.
Callvu: Prefills, presents the options with the rights, chases, routes and writes back.

Prefill the change and the options
The booking, the old and the new schedule, the connections and the dependent bookings affected, the classification (minor, significant under the DOT definitions, a cancellation) and the rights it sets (a refund right, a free change under the fare rules, the carrier's reaccommodation offer) are prefilled, and the options the rules and the travel policy allow are built: accept, the alternatives with their times and any cost, and a refund where it applies.
Present and capture the choice
The traveler receives a link; the screen shows the change in plain terms, the effect on connections and on the hotel and car, each option with what it means, and the deadline; the traveler chooses and confirms, and the choice is captured with its time.
Chase and decide
A traveler who has not answered is reminded on the schedule before the carrier's acceptance deadline; at the deadline, or on a request outside the options (a different routing, a refund on a minor change, a change to a dependent booking the policy does not allow), the case goes to the agent in the Decision Desk with the options and only the allowed outcomes (accept on the traveler's behalf under the policy, rebook within policy, refund where due, or hold with the carrier).
Write back
The choice is executed (the acceptance recorded with the carrier, the alternative rebooked and reissued, or the refund processed on the DOT clock), the dependent bookings are adjusted through the disruption process, and the choice with its time, the execution and the new itinerary or the refund are written to the booking system with the traveler told.

Where it ends: The traveler saw the change and their rights, chose before the deadline, and the booking system holds the choice and its execution. The Decision Trace shows the classification, the options and any decision; the Audit Trace shows the link, the choice with time, the chases and the write.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US DOT refund rules (14 CFR 260): When a carrier makes a significant change (a departure or arrival moved by more than three hours domestic or six hours international, a change of airport, added connections, a downgrade) and the passenger does not accept the alternative, the carrier must refund automatically to the original form of payment within seven business days for cards and twenty days otherwise; the options shown to the traveler state the refund right where the classification triggers it.
Carrier contract of carriage and schedule change policies: Each carrier's contract and schedule change policy set the acceptance deadline after which a change is deemed accepted, the free change tolerance for involuntary changes and the reaccommodation offered; the chase and the deadline follow the carrier's policy.
Supplier and fare rules and the travel policy: The fare rules set what changes are free after an involuntary schedule change, and the travel policy sets which alternatives the traveler may choose without approval; the options are built from both.

Company policies

The traveler sees the change, their rights and the allowed options in plain terms, on a screen they can act on.
The carrier's acceptance deadline is on the case, with reminders before it; nothing is deemed accepted silently.
A request outside the options is decided by the agent under the policy.
The booking system is the system of record for the choice and its execution.

Controls

Change and rights prefill.
Option building from the rules and the policy.
Secure choice capture with time.
Reminders before the carrier's deadline.
Decision Desk for exceptions and unanswered cases.
Execution and booking system write.

Clocks and deadlines

Carrier acceptance deadline: The carrier's policy period from the notice, with reminders before it and the agent's decision at it.
Refund: Seven business days for cards and twenty days otherwise where a refund is chosen on a significant change.

Documents and checks

The change and its classification
The options as presented
The traveler's choice with time
Any decision
The execution and the booking system record

In the Decision Trace

The classification and the rights.
The options built and why.
Any decision and the person.

In the Audit Trace

The link sent and each reminder with time.
The choice with time.
The execution and the write.

The handoff

Between the front doorand the back office.

The front door

A link to the traveler's phone with the change, the rights and the options.

The back office

The agent decides only exceptions and unanswered cases at the deadline; the choice executes by rule.

The Decision Desk

A request outside the options or an unanswered case at the carrier's deadline goes to the agent in the Decision Desk with the options and only accept under the policy, rebook within policy, refund where due, or hold with the carrier.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What options does the traveler see?

Accept the new schedule, the alternatives the carrier or the agency offers within the fare rules and the policy, and a refund where the change is significant under the DOT rules, each explained in plain terms.

What if the traveler does not answer?

They are reminded before the carrier's acceptance deadline, and at the deadline the agent decides under the travel policy rather than letting the change be deemed accepted silently.

What is recorded?

The choice with its time, the execution (the acceptance, the rebooking or the refund) and the new itinerary, all in the booking system.

Related processes

Flight disruption handling Rebooking and itinerary changes Refund request Refund complaint under DOT rules Try it in the sandbox All travel and ecommerce processes

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